device icon grayed out in itunes

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device icon grayed out in itunes

Background: My iPhone 6s is having a stroke and performance is so bad (can't answer calls, imessage images not downloading, slow reaction to name a few) I'm thinking I need to get a new phone when the next line comes out (hopefully with 5g). So I decided to backup my iPhone to my PC. (Please note that the purpose of this post is not about iPhone 6s performance)

Problem: when I connect the iPhone 6s to iTunes, the device icon is displayed but grayed out and is unclickable. Everything under File>Devices is also grayed out.

What I've tried:

Uninstall and reinstalling itunes

Trying multiple lightning cables

Checking the device manager to attempt to update Apple Mobile Device USB Driver (not displayed in device manager)

I've checked for updates on Apple Mobile Device USB Composite Device and Apple Mobile Device USB Device. Both were up to date.

Are there anything else I can try to get the itunes to recognize my device?

Windows, Windows 6

Posted on Jul 7, 2020 9:29 AM

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Answer 1

Top-ranking reply

chris_g1

Community Specialist

Jul 10, 2020 8:05 PM in response to watlvr

Hello watlvr,

We see that you're unable to select your iPhone in iTunes when it is connected to your PC. We understand needing to get this issue resolved, and we'd be happy to help.

You've already done a lot of great troubleshooting steps to try to resolve this issue you've been experiencing. One other thing you can check on is the possibility of third-party security software causing an issue.

Resolve issues between iTunes for Windows and third-party security software

If the issue remains, you'll want to reach out to Apple Support. You can reach them with the link below.

Get Support

Thank you four using Apple Support Communities.

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device icon grayed out in itunes

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